Comment Re:The "Tyranny of Metrics" book describes why (Score 1) 13
I've always loved this one:
I worked for an AntiVirus company that shall remain nameless. I had my wallet tied to what percent of my cases were inside the Service Level Agreement (SLA). Calculated daily and averaged over the quarter and paid out... Good Idea, Yes?
Well the daily number was calculated as #cases outside the SLA/#Cases
What becomes interesting is the company really wanted to influence that first number, However, being that there just are long running cases - the second number is really what is important. If an easy case came in that would take an hour to solve for the customer - it was in my best interest to put a note on my calendar for the last day of the SLA and give the solution to the customer then
Couldn't convince the VP that the math was wrong for the behavior he wanted, oh well